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Surprise Me!

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By dotCore
via baymard.com
Submitted: Dec 07 2012 / 00:27

UX and the Kano model
I first encountered the Kano model when working on improving the customer’s check-in experience at Copenhagen Airport. The model was conceived by Noriaki Kano in the 80s, and helps you analyze the customer experience of your product (or service), which ultimately allows you to invest more wisely in customer experience improvements.
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